Chief Experience Officer

Chevron Federal Credit Union • ,

3d • $311,000 - $438,000 • Remote

About The Position

The Chief Experience Officer (CXO) is accountable for delivering a consistent, high-quality member experience across all credit union channels. The role sets the enterprise experience strategy and leads its execution across the branch network, Virtual Center, Call Center, and Member Services. The CXO also drives the credit union’s brand and communications strategy and execution, partnering with other leaders to balance member experience, risk management, and growth. The role owns the growth strategy and results for deposits and membership.

The CXO leads the Retail Delivery and Marketing organization through VP/SVP leadership, owns its budgets, forecasts, and vendor performance, and drives disciplined investment, productivity, and return on investment. This executive serves as a primary liaison to senior leaders of the credit union’s primary sponsors and SEGs, and oversees advisory council strategy to gather local feedback and ensure branches serve local members effectively.

The role leads cross-functional initiatives to improve member experience, growth, digital adoption, and operational effectiveness. It participates in key committees and ensures decisions result in execution and measurable impact. The CXO is expected to apply artificial intelligence, analytics, and emerging technologies to improve member and employee outcomes while maintaining appropriate governance, controls, and risk management. The position requires enterprise-first leadership, receptiveness to feedback, and the ability to adapt strategy when evidence, stakeholder input, or business conditions warrant a change.

Requirements

• 10–15 years of related credit union or other financial institution experience.
• Bachelor’s degree required; an equivalent combination of education and experience may substitute for the stated qualifications.
• Ability to lead large, multi-channel member-facing organizations with measurable outcomes in deposits, membership growth, service quality, productivity, and retention.
• Capability to design and execute deposit and membership growth strategies, including segmentation, campaign execution, and field enablement.
• Enterprise leadership and change management skills, including aligning stakeholders, driving adoption, and executing through ambiguity.
• Risk-informed, member-first decision-making ability that balances growth, service, and controls using data, trends, and sound judgment.
• Strong coaching and inspection routines across areas of oversight.
• Ability to oversee Marketing and Communications, ensuring brand integrity, effective messaging, and integrated go-to-market execution.
• Strong partnership orientation with Fraud, Risk, and Compliance, balancing frictionless service with prudent controls and member protection.
• Advanced business and financial acumen, including budgeting, forecasting, capacity planning, and performance management for complex operations.
• Deep understanding of retail banking or credit union delivery models, including branch, contact center, digital servicing, service recovery, and frontline enablement.
• Data-driven operating discipline, including KPI design, dashboard fluency, and translating insights into operational actions and improved outcomes.
• Talent development skills, including building leadership bench strength, setting clear expectations, and driving accountability constructively.
• Executive-level communication skills to synthesize, influence, and represent the organization credibly with internal leaders, committees, and external stakeholders.
• Vendor and partner management skills, including setting service expectations, ensuring accountability, and managing performance to outcomes.
• High judgment and decision quality, balancing member impact, business priorities, and risk considerations.
• Accountability for results; ability to learn quickly, adapt to change, and quickly learn specialized applications and systems.
• Initiative and self-direction; ability to communicate and collaborate effectively with people at all levels.
• Sound problem-solving, decision-making, and prioritization ability.
• Ability to understand and align with the organization’s core competencies: Growth Mindset, Diversity & Inclusion, Communication, Change Ready Leadership, Responsibility, Problem Solving, Tech & Data Savvy, and CU Business Acumen.
• Physical ability and vision/dexterity appropriate for extensive computer use, up to eight hours per day; may occasionally push, pull, or carry objects weighing up to 20 pounds.
• Ability to speak and present by telephone or digital communication, including Zoom, Teams, or other video technologies.

Nice To Haves

• Advanced degree preferred.

Responsibilities

• Own the member experience strategy and enterprise outcomes for deposits and membership growth; translate strategy into an operating plan with clear measures, accountability, and execution through VPs and SVPs, including retention and share-of-wallet growth across segments.
• Drive performance across Branches, Virtual Center, Call Center, Business Development, and Member Services and Marketing through VP/SVP leadership, shared standards, operating rhythms, and disciplined execution.
• Build a proactive, member-centered sales culture; set sales and service expectations, coaching and inspection routines, and consistent follow-through grounded in members’ demonstrated needs.
• Protect and advance the brand, and ensure member communications and campaigns are clear, coordinated, and aligned with business priorities.
• Own branch and ATM footprint strategy, hours, staffing, and staff readiness; recommend openings, relocations, remodels, consolidations, or closures based on member needs and performance.
• Lead cross-functional initiatives to improve experience, growth, digital adoption, and operational effectiveness; drive prioritization, decisions, and follow-through.
• Serve on Member Experience, Digital, Fraud, ERM, ALCO, and Compliance committees and ensure decisions translate into execution and measurable impact.
• Serve as a primary liaison between the credit union and senior leaders of primary sponsors and SEGs; oversee advisory council strategy to obtain local feedback and ensure branches serve local members effectively.
• Demonstrate enterprise-first leadership, navigate across functional boundaries, receive feedback and challenge constructively, and adjust strategy when warranted by evidence, stakeholder input, or changing business conditions.
• Own budgets, forecasts, and vendor performance for the Retail Delivery and Marketing organization, ensuring disciplined investment, productivity, and ROI.
• Leverage artificial intelligence, analytics, and emerging technologies across member-facing functions to improve member experience, employee effectiveness, sales effectiveness, personalization, operational efficiency, and growth while maintaining appropriate governance, controls, and risk management.
• Work closely with Fraud and related teams to reduce losses, improve controls, and protect member trust; ensure frontline processes and service recovery are aligned and effective.
• Perform other duties as assigned.

Benefits

• Bonus/incentives for all regular employees.
• 401(k) with 8% company contribution.
• Medical, dental, and vision insurance for employees and dependents paid at 80%.
• PTO and paid sabbaticals.
• Tuition reimbursement.
• Management Incentive Plan with a target annual incentive opportunity of 30% of incentive-eligible earnings; total annual incentive opportunity ranges from 0% to 46.5%, subject to institutional and individual performance, plan terms, and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive